CRM Death Match: Microsoft Dynamics vs Sales Force

August 29, 2017 | Views: 2594

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CRM Death Match: Microsoft Dynamics vs Sales Force (SaaS)

What is CRM by definition?

“CRM software consolidates customer information and documents into a single CRM database so business users can more easily access and manage it. The other main functions of this software include recording various customer interactions (over email, phone calls, social media or other channels, depending on system capabilities), automating various workflow processes such as tasks, calendars and alerts, and giving managers the ability to track performance and productivity based on information logged within the system” (http://infocielsoft.com/CRM.html).
In my previous position, I was responsible for Account Saling of Microsft CRM Dynamics 2013, and I gain a huge experience in selling and using this tool/service.  I believe in CRM, I saw it as the good tool, for me a Weapon of Choice! In this post I will compare cloud solutions CRM-SaaS!

During that period the most common questions from potential buyers  were:
1. Why do I need CRM when I have excel?

There are dozens of examples of the advantage of using a CRM over Excel, but managers don’t want to listen to a list of pros and cons. This leaves me with no other choice but to figure out how to put that information in one or two sentences for ice breaking.
“CRM together with excel is a powerful tool for sales, marketing, and other customer engagement. It ensures full data security, on time response for any kind of customer inquiry. It provides accessibility for any one form company from any places, devices, and that will lead to increasing productivity”

2. I heard that Salesforce is the Best, so why should I invest in Dynamics CRM?
“Whery similar products but Dynamic is compatible with all MSTF products that you already use, such as O365, also we have a better price, and 24/7 support from our VAR companies on the field. Salesforce does not have the representatives in Serbia!”
After awhile I started to use trial-demo sales force for my everyday activities ( it was not allowed) but I had to try what competition is offering to have better insight in Salesforce over Dynamics CRM-knowledge from first hand!
I did my personal test with ratings-1 point(pass), 2 Points ( good), 3 points( excellent). So I don’t work anymore for MSTF, so I can give fare “CRM death match”


The following sections were copied from this site: https://customerthink.com/salesforce-versus-microsoft-dynamics-crm/

User Experience

Salesforce: The CRM user experience is a balanced combination of a well-designed user interface with application utility that meets user expectations. Salesforce CRM software was born from consumer technologies. The user interface is simple, intuitive and easily customizable. I think the user experience litmus test is user enthusiasm, and one benchmark which compares enthusiasm is each company’s annual partner and user conference. Salesforce 3 points!
Dynamics CRM: Since the Dynamics 2013 release, Microsoft has steadily improved the user interface and actually delivers a more modern user experience. However, the difficulty in modifying tabs, style sheets, themes and typography (fonts, headlines, etc.) make the user interface less adaptable to user preferences and objectives. Microsoft 1 point!

Marketing 

Salesforce: The company’s acquisition of ExactTarget and Pardot offers customers superb solutions for email marketing and marketing automation. The Salesforce Marketing Cloud is hands down superior to Microsoft CRM for digital marketing or any of the six marketing automation capabilities (i.e. lead tracking, lead acquisitions, lead scoring, lead nurturing, lead transfer to sales or lead analytics). Sales force 3 points!
Dynamics CRM: Microsoft’s acquisition of MarketingPilot and the subsequent rationalization and renaming to Microsoft Dynamics Marketing (MDM) has been clumsy and disappointing. While its lead management capabilities are under whelming, one area MDM does offer unique value is Marketing Resource Management (MRM). Microsoft 1 point!

Tools 
Salesforce: Which CRM tools are most important depends on your needs. However, it’s been my experience that Salesforce delivers more tools that are needed more of the time – such as tools for social media engagement, mobility, data upload, routing & approval and flexible APIs. Sales force 2 points
Dynamics CRM: Some unique tools from Microsoft include its process guides (to facilitate guided-navigation) and its Outlook integration which improves user adoption and provides an offline operation. However, particularly at the enterprise level, Microsoft just doesn’t match Salesforce when it comes to CRM tools.Microsft 3points!

Ecosystem and Customer Support 
Salesforce: The CRM leader pioneered the cloud expansion strategy whereby the publisher delivers a comprehensive platform suite with accompanying tools and then embraces partners to deliver industry, application, process and niche solutions through an organized online ecosystem.Salesforce: The company provides reasonable telephone support based on varying fee structures. However, customers have fewer options when onsite consulting help is needed. The volume of Salesforce partners supporting small and midsize businesses is very low. Salesforce AppExchange is the most comprehensive third party directory in the CRM industry, but regarding Serbia not so good, al support is coming from Dublin. Sales force 1 point!
Dynamics CRM: Microsoft supports a partner product portal called AppSource which is a decent online partner marketplace, however, lacks the breadth, social rating features, and usefulness of AppExchange, Microsoft Dynamics channel is a much larger and more mature consultant network. This gives customers more options and competitive rates.In Serbia, there are local offices of Microsft with dozens of partners VAR companies which can provide on spot demonstration of CRM. MSTF 3 points!


Value

Salesforce: The company effectively uses its market leadership, disruptive brand, and continuous innovation to command a significant price premium. While admirable from a company perspective, this creates the highest cost CRM solution in the industry. It’s also incumbent on customers to ensure they are purchasing the right edition in order to avoid version-creep and future pricing surprises. Many Salesforce customers have reported being forced into a higher than expected edition (and monthly subscription fee) due to the need for more functionality or the addition of third party products. Sales force 1 point!

“Dynamics CRM: In my experience, Microsoft CRM Online is roughly one-half the cost of Salesforce. Unlike Salesforce, Microsoft permits more flexible tiered pricing so that customers can mix different user licenses based on their needs and avoid being charged the price of the most expensive user license for every user. Microsoft also bundles more of the software in fewer SKUs which avoids the all too common problem of up-selling and incremental fees for product add-ons. In typical Microsoft fashion, the company seeks to grow their market share by lowering subscription pricing and backing on-demand software delivery with a solid Service Level Agreement (SLA); something Salesforce doesn’t offer. MSTF 2points!”

Conclusion
It’s 10 / 10, and the price is dominated reason for choosing MSTF over Salesforce, in Serbian market. Never the less there is also personal impression-mine, and my points are MSTF 1 point, and Sales force 3 points. This is purely subjective, MSTF CRM was 8 hours in front of me and is somehow “boring.”
Final decision 13/11 for Sales force!

 

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